Qantas Call Centre Wait Time

[N860CR]

Has anyone else noticed of late that the waiting time for the Qantas Call Centre seems to be oddly long. I've had to call them 4 times in the last week or so, and on each occasion I've been on hold for over 30 minutes. And this is the "Priority" Qantas Club line. Standard? Or has it been a bad week?

 

[serfty]

Several call this and the maximum wait has been about 15 seconds including the "Calls may be recorded message".

Of course, that's after entering my WP number ...

 

[MelUser]

I think it depends on your customer value number given by the Altea software which Qantas uses.

To put it simply, calls are answered in priority based on your status - Chairman's lounge, Plat, Gold and then down the line.

 

[Nigelinoz]

I think it depends on your customer value number given by the Altea software which Qantas uses.

To put it simply, calls are answered in priority based on your status - Chairman's lounge, Plat, Gold and then down the line.

Just a point on that,I can understand Qantas wants to look after its established customer base of premium passengers,that's well and good,
but maybe they should realise that just because somebody may be a bronze FF member doesn't mean that they don't want to enquire about booking an F return SYD-LHR,
perhaps this is why Qantas is losing some previously loyal customers,just a thought.

 

[FL360]

my call to Qantas yesterday was a 20 mins wait,
It has been longer than usual, I suspect that
they might get a lot of calls lately because of their
route cancellation...... which is expected...

 

[Skoogle]

Several call this and the maximum wait has been about 15 seconds including the "Calls may be recorded message".

Of course, that's after entering my WP number ...

Same here, no problem at all.

I always enter my own FF number, even when mking enquires for others.

 

[Dave Noble]

Just a point on that,I can understand Qantas wants to look after its established customer base of premium passengers,that's well and good,
but maybe they should realise that just because somebody may be a bronze FF member doesn't mean that they don't want to enquire about booking an F return SYD-LHR,
perhaps this is why Qantas is losing some previously loyal customers,just a thought.

Indeed. Some airlines consider this and do have either a separate 1st, Business and economy booking numbers or on an IVR have a "If you are calling to make / change a 1st or Business class booking press ... " type facility, which seem s v sensible to me

Dave

 

[anat0l]

I have to concur that I enter in my QFF number each time and as my status has improved over the year the response time I've been getting from the QFF service centre has been increasingly quick! As a WP, not only do I have a minimal wait, but as soon as I press 3 for the QFF customer service centre I get answered without needing to go through the second layer of the phone tree.

Even then, when I was a QF NB (no QC), the average wait time for me was typically 2 minutes in the best of times and 8 minutes in the worst of times. And there was one time when I was a QF NB and I made a smattering of calls to QF (thank goodness for having plentiful credit on the mobile). Route cancellations, inclement weather or incidents can easily bump up the time, so perhaps I've been fortunate to dodge such times when calling QF.

Building in an extra layer of tree to cater possibly for international J and F customers would be nice, although just like the Express line at the store I wonder how many people will intentionally use such an avenue to be answered even if they are not enquiring about their J or F ticket and/or they aren't even flying J or F... (and don't say well then key in your PNR - imagine the rage people will flare up when they complain that why should I be expected to know what is a PNR, or know where I can find my PNR, or have my PNR handy when I call you, etc. etc. - remember, people are dumb!)

 

[oz_mark]

Building in an extra layer of tree to cater possibly for international J and F customers would be nice, although just like the Express line at the store I wonder how many people will intentionally use such an avenue to be answered even if they are not enquiring about their J or F ticket and/or they aren't even flying J or F... (and don't say well then key in your PNR - imagine the rage people will flare up when they complain that why should I be expected to know what is a PNR, or know where I can find my PNR, or have my PNR handy when I call you, etc. etc. - remember, people are dumb!)

They could just say booking reference as they do on the Manage Your Booking section. But given the construction of booking references, those key presses on a phone refer to a wide range of possible references, which might be more of a problem.

 

[pauly7]

As a Gold FF I can't even remember being put on hold at all in the last 2 years!

Dimly remember Bronze days, think I have held for a couple of minutes then.

Nothing compared to AAPT (If you are impatient - NEVER use them. EVER. Average wait time is about 20 mins Grrr)

 

[congee]

Hi All - long time lurker ... no better time to post.

Mrs Congee (qf bronze) called up last night and waited 43 mins before her call was answered all because we couldn't book a seat for my 20 month old using the kids fly free offer SYD-AKL-SYD. To their credit they did not charge the telephone booking fee ... but i digress.

"John" told Mrs Congee that some call centre's in asia pacific region 'are being closed' or 'have been closed' recently. On enquiring further "John" indicated that due to the call centre closures the call centre in AU has been swamped and that the wait times described above are now standard unless you have plat / gold status.

 

[straitman]

I waited 12 min in NZ on Tuesday. A big apology and some very good service followed. They did say they were extremely busy. That being the case then maybe 12 min was not bad.

 

[Grooba]

Personally I haven't ever had to wait for more than about 4 rings after putting in my FF#.

Phone support is one of the 3 things being WP has as a benifit, along with SYD FL access and double points.

 

[straitman]

I needed to ring QF twice yesterday and the timing was outstanding. Straight through on one occasion and about a 30 second wait on the other.

 

[russ]

My call wait time is so short that QF has to call me!

(Okay, I was sitting at the wrong gate...)

 

[N860CR]

Well perhaps Qantas only care about the golds and platniums these days and forget that their QC members and silver members who still are supposed to be entitled to "priority service" are keeping them flying as well. I'd hate to be bronze!

I'm pretty dissappointed with the service of late. I emailed QC regarding a small issue over 2 weeks ago, after one week and no response I emailed again and got a call just saying "sorry someone will get onto you shortly", but even that was 8 days ago now. Seems that customer service at the big Q has taken a back seat.

 

[ozimax]

Waited half an hour today for international res. Reminds me of the good ol' Ansett days...also waited half hour for NAB to transfer my MC points over.

Lesson? The greater the profits, the less customer service given. Oh for some real competition in Oz, both in banking and in the airline industry.

 

[ozimax]

Well perhaps Qantas only care about the golds and platniums these days and forget that their QC members and silver members who still are supposed to be entitled to "priority service" are keeping them flying as well. I'd hate to be bronze!

I'm pretty dissappointed with the service of late. I emailed QC regarding a small issue over 2 weeks ago, after one week and no response I emailed again and got a call just saying "sorry someone will get onto you shortly", but even that was 8 days ago now. Seems that customer service at the big Q has taken a back seat.

This is exactly what happened to Ansett. They rested on their laurels, and Australian Airlines swallowed them up with good old fashioned customer service. Exit Ansett. Qantas had better be very careful. There's a legion of us loyal customers just waiting for a better, more competitive product to arrive.

 

[Bundy Bear]

Usually I have got through in 1 to 2 minutes but today was 5 - 6 minutes to make changes to an online booking because someone got there dates mixed up. :shock: not me, someone I was booking the flights for.

Both of us are regular Qantas Club member.

 

[Nigelinoz]

Well perhaps Qantas only care about the golds and platniums these days and forget that their QC members and silver members who still are supposed to be entitled to "priority service" are keeping them flying as well. I'd hate to be bronze!

I'm pretty dissappointed with the service of late. I emailed QC regarding a small issue over 2 weeks ago, after one week and no response I emailed again and got a call just saying "sorry someone will get onto you shortly", but even that was 8 days ago now. Seems that customer service at the big Q has taken a back seat.

I'm still waiting for a response to an email I sent four weeks ago,and a follow up email sent two weeks ago,if I'm lucky I may get a response before Christmas.
Still I have to admit they are doing better than BA,I sent them an email last July,and still haven't had a reply.